#1 most frequent
United States of America
75.0%12 installations of 16
What is Delighted by Qualtrics?
Delighted is a tool for gathering real time, actionable feedback from customers via email, web or SMS. Delighted uses the Net Promoter System to measure the customer journey, and takes care of aspects of the customer feedback process from collection and analysis, through notification and distribution. Delighted aims to be the single source to manage surveys for customers, partners, vendors and employees. This is to enable organizations of all sizes to create a customer-centric organization, align customer needs with business growth, measure the customer voice over time and proactively reduce churn.
The vendor says users can start getting customer feedback in 13 minutes from first click, via email, web, or SMS; customers typically see a 30% response rate and 70% comment rate. Delighted integrates with popular business applications so that feedback can be included in users' existing workflow. It is designed for ease of use and with features to cater to both small businesses and well known brands. The vendor also offers 'concierge' support to help customers be successful with the platform.
The vendor says users can start getting customer feedback in 13 minutes from first click, via email, web, or SMS; customers typically see a 30% response rate and 70% comment rate. Delighted integrates with popular business applications so that feedback can be included in users' existing workflow. It is designed for ease of use and with features to cater to both small businesses and well known brands. The vendor also offers 'concierge' support to help customers be successful with the platform.
Categories & Use Cases
Media
1 / 4
Screenshot of See customer feedback at a glance; responsive for mobile
Who Buys & Uses Delighted by Qualtrics
#2 most frequent
Germany
6.3%1 installation of 16
#3 most frequent
Hong Kong
6.3%1 installation of 16
Cheap option, get what you pay for
Pros
- Simple and easy to use
- Data exporting is always nice
Cons
- Data quality
- Survey deliverability
- Poor customer service
Return on Investment
- Negative ROI - this cost myself and my team way too much time, effort, and energy to ensure we were getting the right data. We make too many business decisions and customer communications based on our customer feedback programs, and data cleanliness - or lackthereof- truly made this a tough buy.
Alternatives Considered
AskNicely and SurveyGizmo
Other Software Used
Jira Software, Slack, Zendesk
The easiest way to jumpstart your CX program
Pros
- Captures the answer while respondent is answering the survey; not after submitting the form
- Tight integration with Slack
- Easy and intuitive reporting module
Cons
- I prefer if the Slack integration can be configured without having to email their concierge
- More data to be fed to channels like Slack i.e. whatevers in the report module
- Make it easier for links to expire; self-service customizations
Return on Investment
- Has clear impact on sign ups and acquisition as we address problems right before they blow up in social media
- Retention has gone up after proactively surveying existing customers
- We've also used delighted to get more Google reviews which has helped in acquisition efforts
Alternatives Considered
SurveyMonkey
Other Software Used
Zendesk Support Suite
Usability
Simple Customer Surveys
Pros
- Customers are sent a survey via email, and they can answer and respond to the survey without leaving their email client. By allowing customers to respond without leaving their email client, they are much more likely to respond and that gives us a better pool of responses.
- The survey sent by Delighted is short, to the point, and easy to understand; On a scale of 1-10 how likely are you to recommend (your business) to a friend or family member? Customers can choose to leave either only a rating, or a rating and response. This makes it quick to answer, and customers can give as much or as little feedback as they want, making it more convenient for them and making it more likely that they will respond.
- You can filter responses, so that you can view particular segments of responses. You can also highlight certain words to create trends which you can monitor. This allows you to see when certain words or phrases are repeated frequently, potentially helping you to identify a common issue.
Cons
- There doesn't seem to be an app for Delighted (at least on iPhone), so you need to log in to the site from a web browser. A mobile app would save a step and could allow you to get push notifications, which would be helpful.
- Setting up Delighted surveys through SMS has been difficult for us. It might just be our CRM or website, but we haven't been able to enable this yet.
- The service seems a little pricey. You pay by the amount of surveys you want to send out per month. For such a simple survey and reporting system (and I mean that in a good way) I would think the price should be lower.
Return on Investment
- Our organization is focused on providing outstanding customer service, and we use Delighted to survey our customers and find out how they feel we are doing. We have been able to identify problems and hiccups in our service from customer responses with Delighted, and have been able to correct and improve on those.
- As I mentioned earlier, Delighted is on the expensive side, and we have explored cheaper options. But the ease of use for our customers, and the easy to digest reporting has kept us with Delighted.
Alternatives Considered
SurveyMonkey, FluidSurveys and TINYpulse
Other Software Used
Adobe Illustrator CC, Adobe Photoshop, Squarespace
Easy to use, affordable and effective!
Pros
- Customizable - you can choose how often to have this go out.
- You can add in a variety of buttons and change the questions that you want to have in the survey.
Cons
- Having the ability to add in additional questions (more of a survey) would be helpful.
- I wish there was a way to ask questions that would categorize the areas in which we need to improve. ie. "this is related to_____" and then have a drop down with different departments.
Return on Investment
- It has had a positive impact on our customer satisfaction overall. Once we receive a score that is 5 or below, we reach out to address their concerns and find areas to improve their experience with our product.
- When we receive a favorable rating, it gives us the opportunity to touch base with those customers to see what they are enjoying most or doing effectively.
Other Software Used
Abacus, Paylocity
Easy to use, easy to customize, best customer service
Pros
- The user dashboard is exceptionally simple and easy to navigate.
- The survey experience is sufficiently customizable but is mostly pre-configured and ready to use.
- Customer support is remarkable. Very quick, thorough answers!
Cons
- I would like to see more robust integrations with more software.
- Reporting filters can’t be pre-configured or edited but instead, are based on column headers found in uploaded data. This can result in a messy dashboard.
- Similarly, there are no usable options for reporting on date ranges, before/after dates, etc.
Return on Investment
- Delighted increased visibility of our Net Promoter Score immediately. Huge win for the whole company.
- A little expensive to get the advanced integrations we need.
- The Slack integration helps key stakeholders stay informed about survey results in real time.
Other Software Used
Intercom, Pardot, Slack
